Anesa’s Employee Memorandum — August 2022
“Customer-centric companies are 60% more profitable than companies that don’t focus on customers,” Forbes states, regarding customer-centric vs. product-centric organizations. At CoolSys, our customers are at the center of everything we do. However, we can’t be all things to all customers, and not all customers are created equally. We also need to get paid for the value we provide — but we can never lose sight of serving our customers with excellence.
Our Customer Experience department, under the leadership of Meredith Daniel, VP, Customer Experience, is continuing to ramp up toward expanding their capacity to support all of CoolSys. The Customer Experience team continues to lean into strategies that involve the entire company so that all departments can work together to deliver on our commitments to our customers. This team’s goal is a coordinated approach to improving the customer experience, solving challenges and driving growth for CoolSys.
The following leaders are here to help you serve our customers and support our field teams: Beth Goldstein, director of Customer Experience; Calana Vance, sales operations specialist; Donna Connolly, supply chain analyst; Renae Hess, supervisor sales operations; Stacie Gardener, deal desk specialist; Martha Rangel, sales operations analyst; Dana Erickson, director of Customer Experience; Camille Cox, customer account management manager; Nate Gordan, call center supervisor; Yvonne Solarez, call center lead; and Jordan Raley, call center lead.
The vision of the Customer Experience team is to simplify processes to reduce touchpoints through creating customer-centric roles that allow us to do what’s right for the customer and CoolSys. Customer Experience continues to unfold the work that has been traditionally sales operations or other business functions at CoolSys to transform the company.
One key area of focus for this team is working on our CoolSys Voice of the Customer (VOC) program, which focuses on customer needs, expectations, understanding and improvement. By listening to the voice of the customer, we will be able to better understand and meet our customers’ needs and expectations — and improve the products and services we offer.
Another key component of VOC is our Net Promoter Score (NPS), which is a benchmark companies use to measure, evaluate and improve customer loyalty. Our NPS score is determined through a survey that is sent to a customer when a work order has been completed. After launching the survey in September 2021, our initial NPS score was 45; by July 2022, we had increased to 57. Response time, technical aptitude and communication are the top three reasons our promoters are continuously happy with our service. Conversely, communication is also the reason for our detractors’ low score. We need to find a way to do better.
I know that, each day, our entire team gets up to serve our customers with a level of excellence and commitment that no one else in the industry can touch. Thanks for all you do each and every day to make this a reality!